--- title: Pylon Reviews meta_title: 'Pylon Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 111 reviews by the users' company size, role or industry to find out how Pylon works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 111 scale: '5' date_modified: '2026-07-20' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Pylon Reviews **Vendor:** Pylon **Category:** [Live Chat Software](https://www.g2.com/categories/live-chat) **Average Rating:** 4.7/5.0 **Total Reviews:** 111 ## About Pylon Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters. Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself. ## Pylon Pros & Cons **What users like:** - Users find Pylon's platform extremely **user-friendly** , enhancing efficiency and simplifying team collaboration through its intuitive design. (9 reviews) - Users love the **ease of use and organizational capabilities** of Pylon for efficient case management and support. (6 reviews) - Users appreciate the **efficiency** of Pylon, enhancing team alignment and productivity through automated systems and reporting dashboards. (6 reviews) - Users find Pylon's **intuitive interface and Slack integration** enhance support operations and team collaboration significantly. (6 reviews) - Users value the **timely and agile customer support** provided by Pylon through integrated communication in Slack. (5 reviews) - Users value the **streamlined communication** in Pylon, enabling efficient management of customer requests and internal messaging. (4 reviews) - Users love the **seamless integrations** offered by Pylon, enhancing collaboration and support efficiency across platforms. (4 reviews) - Team Collaboration (4 reviews) - User Interface (4 reviews) - Automation (3 reviews) **What users dislike:** - Users note the **missing features** in Pylon, such as improved AI analytics, email threading, and image resizing support. (5 reviews) - Users find the **complex setup** of Pylon cumbersome initially, but it eases with custom views for better usability. (2 reviews) - Users find **email issues** concerning, as support ticket management and email threading need significant improvements. (2 reviews) - Users find **limited customization** options in Pylon, particularly on mobile, which affects their overall usability experience. (2 reviews) - Users find Pylon has **limited features** , particularly with customizable forms not indicating users' locations within the platform. (2 reviews) - Users find the **limited integrations** with platforms like Microsoft Teams to be a significant drawback in Pylon. (2 reviews) - Poor Customer Support (2 reviews) - Adjustment Difficulties (1 reviews) - Complexity (1 reviews) - Dashboard Issues (1 reviews) ## Pylon Reviews ### 1. Pylon allows us to meet our customers where they need us most **Rating:** 4.0/5.0 stars **Reviewed by:** Riley S. | Director, Technical Support, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Pylon?** Pylon allows us to meet our customers where they need us most, which in our case is in the internal Slack workspaces they are already using in their companies. This helps us stay very connected to our customer base and offer support in a timely and agile way. **What do you dislike about Pylon?** The newness of Pylon can be challenging. As a new tool and a new company, at times there are instances where a feature or functionality is still getting polished or built. That said, Pylon is incredibly helpful and responsive when I run into circumstances where that is the case. **What problems is Pylon solving and how is that benefiting you?** Pylon allows us to stay connected to our customers by meeting them in the space where they spend their days and do their work. It offers us agility and connectedness that wouldn't be as possible using a legacy support tool. ### 2. Seamless Slack Integration for Managing Support in One Place **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about Pylon?** The way it integrates with Slack so we can manage all support channels from one tool. **What do you dislike about Pylon?** Some of the settings are not very intuitive. Also the fact that the merge issue functionality is too limited. **What problems is Pylon solving and how is that benefiting you?** It's allowing us to offer slack channel support to our customers while letting us prioritize and manage all incoming issues across all channels effectively. ### 3. Seamless Multi-Channel Support Across Discord, Slack, and Web **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Pylon?** ability to span multi-customer channels (Discord, Slack, website, etc.) **What do you dislike about Pylon?** Inability to customize some of the appearance, templates, or CX **What problems is Pylon solving and how is that benefiting you?** Enterprise-grade customer support with a more modern interface than gen 1 software ### 4. Its good **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services **Reviewed Date:** May 05, 2026 **What do you like best about Pylon?** Keeping track of tickets that come in from multiple sources **What do you dislike about Pylon?** The Claude mcp with pylon could be better **What problems is Pylon solving and how is that benefiting you?** keeping track of issues ### 5. Easy to Use, Fantastic Features, and Regular Updates **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Pylon?** Easy to use, fantastic features, and regular updates **What do you dislike about Pylon?** Nothing specific comes to mind at the moment **What problems is Pylon solving and how is that benefiting you?** It's helping tackle Slack questions using AI and managing cases ### 6. Very good so far **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services **Reviewed Date:** May 04, 2026 **What do you like best about Pylon?** Easy and intuitive flow, communicative team **What do you dislike about Pylon?** Lots of information, can b tricky to navigate sometimes **What problems is Pylon solving and how is that benefiting you?** Tracking, organization ### 7. Helpful Auto Status Updates, Would Like Linked Internal Tickets **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Pylon?** Automatic status-change based on repsonse **What do you dislike about Pylon?** I would like to be able to create & link internal tickets to existing tickets **What problems is Pylon solving and how is that benefiting you?** Centralizes customer support inbounds into one place ### 8. Intuitive AI-Powered Customer Support **Rating:** 4.0/5.0 stars **Reviewed by:** Siddharth S. | Member of Growth and Marketing Team, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2025 **What do you like best about Pylon?** I use Pylon for my B2B customer support at Portkey. I like the UI/UX of Pylon. The AI agents feature is particularly appealing as it auto-classifies tickets and includes all the support features. **What do you dislike about Pylon?** I think it would be great for it to ingest some more data about my company from its docs. **What problems is Pylon solving and how is that benefiting you?** I use Pylon for routing and triaging B2B customer support tickets, sharing customer portals, and following up with them at Portkey. ### 9. A tool for information integration and efficiency improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Qiang H. | Customer Success Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Pylon?** I like the system integration features of Pylon, which can organically integrate external and internal messages, allowing me to see all discussions on the same topic in one place, a feature that other tools lack. Pylon has greatly improved our work efficiency because it addresses the challenges of information fragmentation and tool switching, enabling information to be centrally presented and incorporated into the company's workflow without the need to switch back and forth between different tools. Pylon is also relatively easy to use. **What do you dislike about Pylon?** I think the AI part still needs enhancement. For example, we found that when AI performs multiple queries on the same query, the results it obtains are inconsistent. This might be related to hallucinations, but for our internal fixed systems, Pylon, we can actually make the return constraints or information verification more accurate. In addition, I believe AI is a major trend, and Pylon should promote more tips on using AI, the methodology of AI usage in the Pylon system, and how to guide people to use AI to assist their work. **What problems is Pylon solving and how is that benefiting you?** Pylon effectively solves the problem of information dispersion, allowing us to centrally process all information in one place, avoiding switching between multiple tools, and especially improving efficiency when handling large amounts of data. ### 10. Pylon Helps Us Communicate With All Our Customers **Rating:** 5.0/5.0 stars **Reviewed by:** Nick L. | Growth Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Pylon?** Pylon makes it super easy for us to communicate with all of our customers. We onboard everyone into individual slack channels and at this point we have hundreds of them, sending a manual message would take forever. With Pylon we can send and edit messages quickly and it helps scale the efforts of our customer management teams. Implementation was easy and we've had no problems. **What do you dislike about Pylon?** Nothing to dislike about Pylon right now, our team has been happy. **What problems is Pylon solving and how is that benefiting you?** Scaling our customer communication function. ### 11. Pylon is amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Simon K. | Co-founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2025 **What do you like best about Pylon?** Pylon gets better every day and is one of our team's favorite support tools **What do you dislike about Pylon?** Would like to see even more integrations **What problems is Pylon solving and how is that benefiting you?** We use Pylon for our customer support including live chat and help desk. It solves the problem of keeping all customer support in one place. ### 12. Seamless Slack Integration Enhances Our Workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Pylon?** Slack integration is really great in pylon **What do you dislike about Pylon?** 3/5 customer support in slightly bad in pylon for low ARR customers **What problems is Pylon solving and how is that benefiting you?** Handling and solving customer support problem and it is really great in helping us. ### 13. Great support tool for slack **Rating:** 3.5/5.0 stars **Reviewed by:** Eliott L. | Head of Business Development, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Pylon?** I like that it allows us to communicate to the hundreds of slack channels we have with customers. Our reps use it to triage through customer support tickets. **What do you dislike about Pylon?** It doesn't cover all our bases-- we need to handle support tickets on email as well. **What problems is Pylon solving and how is that benefiting you?** Customer support at scale ### 14. Game-Changer for Any Growing Company! **Rating:** 5.0/5.0 stars **Reviewed by:** Krystel L. | Head of Customer Success, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2024 **What do you like best about Pylon?** As the Head of Customer Success at a fast-growing startup, I use Pylon every single day, and it’s become essential for managing our growing customer base. The standout feature for me is hands down the exceptional support team. They are always listening to feedback and ready to help us with anything we need—true partners in our growth journey. The platform itself is intuitive, and we’ve never encountered any major learning curve or integration headaches, which is a huge plus. Proud to be an early adopter of Pylon! **What do you dislike about Pylon?** Honestly, I can’t think of anything negative. Pylon has been a seamless experience for our team, and I’ve only got great things to say! **What problems is Pylon solving and how is that benefiting you?** Pylon is solving the challenge of managing multiple customer interactions efficiently, especially as we onboard new clients almost every day. With external Slack channels for most of our customers, Pylon ensures that we respond quickly to any customer request, helping us maintain a high level of service. Additionally, the In-Chat Widget has been a game-changer, allowing our customers to ask questions right where they are, while seamlessly streamlining everything to a single platform on our side. This has significantly improved our team’s workflow and response times. ### 15. Pylon!!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Jonah V. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Pylon?** Starting our CX and Support team from the ground up, we chose Pylon because of the large swath of capabilities it gave us -- from ticketing across all our channels, simultaneous broadcasting, user-friendly knowledge base, beautiful web-chat, integrations with Hubspot and Jira, and some pretty awesome AI capabilities to boot. It let us go from 0 to 1 in just a few days. The platform is extremely user-friendly. **What do you dislike about Pylon?** Nothing yet -- things are running smooth. **What problems is Pylon solving and how is that benefiting you?** Getting organized and saving time on communitcations. ### 16. Streamline support quickly **Rating:** 4.0/5.0 stars **Reviewed by:** Shannon K. | Senior Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2024 **What do you like best about Pylon?** The slack integratoin is the biggest time saver for my organization. We're able to meet our customers where they're at, while still managing and triaging requests on a laid out dashboard. Its helpful to not switch back and forth 24/7 between email, zendesk, slack, teams etc. Though, the option is always there if needed. **What do you dislike about Pylon?** Nothing to share. Webinars / learning sessions could be helpful on a regular caedence to make sure I'm using it for all its value. **What problems is Pylon solving and how is that benefiting you?** Pylon has allowed us to intake support reuqests at the snap of a finger. Users can get help the same way from us the way they would ask a friend or neighbor. It provides a conversational way to help out, provide context, and integrates nicely with other tools. ### 17. The best Support tool for Modern B2B SaaS. **Rating:** 5.0/5.0 stars **Reviewed by:** Aditya P. | Head of Implementations & Support, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2024 **What do you like best about Pylon?** Pylon has built a tool that is far ahead of its competitors. We were using one of the competing products earlier, and we heard from our customers how cool Pylon was in helping them scale support. We did a POC for a week and were convinced that the tool was much better and had some great features that would improve our work lives. The tool is built with so much care and thought that it's a joy to use. How many B2B products can claim that? Their pace of building features is ridiculous. (Good) If you are thinking of switching to Pylon and are evaluating it against the competitors, please blindly go ahead with Pylon, and you will thank yourself for that decision. Please note this is not a paid review, nor has the Pylon team asked me to write this, nor am I incentivised to write the review. Its just an amazing product that more people should use. :) **What do you dislike about Pylon?** The Analytics is a little hard to use. Its great but the UX can get better. **What problems is Pylon solving and how is that benefiting you?** Scaling the Support for our 100+ Customers across segments Building the Internal Knowledge Base ### 18. Been a game changer for our post-sales and CS team! **Rating:** 5.0/5.0 stars **Reviewed by:** Solomon A. | Founding Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Pylon?** A centralized place for managing different channels with all of your customers is insanely useful. The UI and UX are both solid which is NOT easy to come by in this particular product space. Lastly, customer support from the Pylon team has been amazing! **What do you dislike about Pylon?** Nothing in particular to say here, overall I've been really happy with the platform. **What problems is Pylon solving and how is that benefiting you?** Pylon helps us manage our many open threads with customers. ### 19. Amazing tool, improved our workflows from day 1 **Rating:** 5.0/5.0 stars **Reviewed by:** Irina V. | Head of CS, Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2024 **What do you like best about Pylon?** The most amazing thing it that it's brings value from day one. In our case, we just connect Slack to Pylon, and we've gathered insights and analytics for our work on Slack. **What do you dislike about Pylon?** Cannot mention something that I don't like, when I have feedback, I share it with their great team who is very responsive and they help me right on the spot. **What problems is Pylon solving and how is that benefiting you?** It helps me turn Slack conversations into support tickets, count and report on Slack volumes and monitor all the Slack activity and make sure nothing is lost. ### 20. LOVE THIS APP! **Rating:** 5.0/5.0 stars **Reviewed by:** Martin A. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Pylon?** I’ve “been around the block” in regards to customer service platforms, and after years of trying out different ones, this one sticks! It offers everything I love: a simple, intuitive, elegant UI — both for customers and for my team — as well as all the big and small features we need in order to quickly and comprehensively respond to customers. **What do you dislike about Pylon?** Honestly nothing I can think of. Hasn’t lacked anything so far. **What problems is Pylon solving and how is that benefiting you?** In-app chat. ### 21. Pylon is great for building customer relationships through support **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew H. | Technical Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2024 **What do you like best about Pylon?** The slack channel integration is really easy to use and set up. Whenever we have new customers they are able to contact us easily through email/chat/slack. The Pylon team is also super responsive and great to work with - I migrated our support chat from Intercom to Pylon and they helped me through the process. **What do you dislike about Pylon?** Minor bugs but nothing breaking/functionally impacting my day-to-day **What problems is Pylon solving and how is that benefiting you?** Supporting many customers who have lots of issues ### 22. Really intuitive and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Alan D. | Product Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Pylon?** Pylon is really easy to use and helps to keep on top of Slack support in a structured way. It's enjoyable and simple to configure. **What do you dislike about Pylon?** Takes a little bit of time to get used to and I sometimes bounce in and out between it and the original Slack question, but is definitely worth it when handling Slack requests at scale. **What problems is Pylon solving and how is that benefiting you?** We need to keep track of customer requests in Slack and respond to them in a structured way without many delays, which is easy to lose track of when working directly in Slack without a great deal of overhead and custom integrations. ### 23. Powerful tool to manage your customers effectively **Rating:** 4.5/5.0 stars **Reviewed by:** Aaron Q. | Senior Product Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about Pylon?** Pylon is useful to keep track of our Slack community of over 10K users, and not missing old replies in threads from long ago. **What do you dislike about Pylon?** The performance can be a bit laggy when updating statuses. **What problems is Pylon solving and how is that benefiting you?** Building announcements on Slack, and managing inbound support requests in a large Slack community. ### 24. Pylon Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Katia R. | Support Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2024 **What do you like best about Pylon?** It's intuitive to use and easy to create different rules and triggers for tickets to route where they need to. It's helped to standarize customer support requests and processes. Support is responsive and it's a daily tool useful in many scenarios. Integrating with other tools is simple and straightforward **What do you dislike about Pylon?** Some features could work better such as notifications and reassignment of old chats assigned to offline agents. **What problems is Pylon solving and how is that benefiting you?** Standarizing customer's issues to be able to manage entire CS teams and gather data from customer's requests to serve them better. ### 25. Finally, a Modern Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2024 **What do you like best about Pylon?** The Pylon team is consistently willing to listen to product feedback and innovate to meet our needs. Rather than building a subpar product where apps have to be purchased to get the product to best serve your team, as is the case for many support platforms, Pylon is focusing on building an excellent base product with features such as round robin assignment, AI infused workflows, etc., natively. **What do you dislike about Pylon?** As one would expect, a newer product does mean there are potential UX improvements or features that haven't yet been considered. There are opportunities for improvement in that realm. **What problems is Pylon solving and how is that benefiting you?** We manage support via Slack, and Pylon is the only reason we're able to achieve the level of customer support we have! ### 26. Great Tool for connecting Customers **Rating:** 4.5/5.0 stars **Reviewed by:** Nilesh A. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2024 **What do you like best about Pylon?** Its easy to setup an help me manage customer issues well **What do you dislike about Pylon?** Not much, Everything works great in the platform **What problems is Pylon solving and how is that benefiting you?** It helps me effectively manage customer with a small team ### 27. Without Pylon we would not be able to handle our support burden **Rating:** 5.0/5.0 stars **Reviewed by:** Deep S. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2024 **What do you like best about Pylon?** - Slack Channel Integration: Being able to get notifications whenever a customer responds to an arbitrary thread allows us to make sure we don't leave questions unanswered. This translates to happy customers and less churn! - Automatic kanban board: Pylon uses AI to organize each support thread into a state. This is helpful so that we don't have to manually triage the messages that are coming in. **What do you dislike about Pylon?** - Modularity: Pylon has a lot of features but for our simple use case we only need the Kanban board + centralized slack channel. Would be great if we didn't have to subscribe to the whole product for a simple use case. **What problems is Pylon solving and how is that benefiting you?** - Reducing response time on customer support issues - Tracking all support issues to ensure nothing falls through the cracks ### 28. Really intuitive design and love the slack integration **Rating:** 4.5/5.0 stars **Reviewed by:** Christian D. | Support specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2024 **What do you like best about Pylon?** The ability to work in a simple format across multiple integrations with a dynamic team **What do you dislike about Pylon?** Some additional customization would be helpful **What problems is Pylon solving and how is that benefiting you?** Making it easy to have a central place for communication ### 29. Great Product for Modern Support Management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2024 **What do you like best about Pylon?** Integration to Linear Slack native and support for Slack based support operations Responsive to feature requests and quick turn around Responsive executive team **What do you dislike about Pylon?** Only option is to sign in via Slack No mobile application (yet, but it's coming eventually I think) **What problems is Pylon solving and how is that benefiting you?** Customer support across email, slack and internal employees. ### 30. Love Pylon! **Rating:** 5.0/5.0 stars **Reviewed by:** Christos P. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Pylon?** At our company, we work very closely with the Pylon team, and they're always receptive to feedback and improving the app based on our recommendations! App is awesome and easy to use, I live and breathe Pylon! Can't imagine my D2D without it. **What do you dislike about Pylon?** Some new features can be a little bit inconvenient at times, but nothing major! **What problems is Pylon solving and how is that benefiting you?** Customer Support ### 31. Essential Software for Handling Customer Communications in Slack **Rating:** 5.0/5.0 stars **Reviewed by:** Umesh K. | Scout, Small-Business (50 or fewer emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Pylon?** Pylon has significantly eased the challenge of handling the influx of customer requests as we integrate new customers and continue supporting existing ones through Slack. This tool has simplified the tracking of various customer requests, contributing to an outstanding customer experience (CX) as our company grows. What I particularly appreciate is the ability to assign requests and collaborate internally without the need to involve team members directly in customer conversations. We are utilizing its tag management features to detect trends for better customer service, and the channel/global settings offer the necessary flexibility for scaling. The team behind Pylon has been excellent to collaborate with, clearly dedicated to their mission of resolving Slack-related challenges! **What do you dislike about Pylon?** As with any new tool, there are additional features that would be beneficial. However, the Pylon team is very open to feedback and consistently introduces significant new features. **What problems is Pylon solving and how is that benefiting you?** Pylon is empowering our Customer Success team to effectively assist our customers via Slack, ensuring that every request is addressed and resolved promptly. ### 32. Slack-first Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2024 **What do you like best about Pylon?** Simple, intuitive support interface. Communicate and manage your Issues in Slack. Your entire company has visibility and you don't have to switch systems constantly to sync data or update statuses. Great customer support from the Pylon team as well. **What do you dislike about Pylon?** Integration of Slack with MSFT Teams via Pylon is limited, but that's more to do with limitations of Teams than Pylon. **What problems is Pylon solving and how is that benefiting you?** Customers want to work in Slack. We work in Slack. Pylon lets us support our customers where they want to communicate with us. We love not having to use an additional, traditional "ticketing" system. ### 33. Pylon Rocks **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel C. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2024 **What do you like best about Pylon?** Easiest customer support software I've used **What do you dislike about Pylon?** Missing a couple of features here and there but the team is great at shipping **What problems is Pylon solving and how is that benefiting you?** Helps us resolve customer tickets in a timely manner ### 34. Great CS, easy to use, no one else does this **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2024 **What do you like best about Pylon?** Unified support view is incredible and allows us to meet all of our customers exactly where they are **What do you dislike about Pylon?** no negative feedback about the app or the team **What problems is Pylon solving and how is that benefiting you?** We use Pylon as our *only* interface for support across the entire organization ### 35. Great tool for devtool startups! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2024 **What do you like best about Pylon?** Ability to manage everything in slack, communication, support tickets, broadcast etc. **What do you dislike about Pylon?** There are some challenges because of Slack limitation around broadcasting in slack threads. **What problems is Pylon solving and how is that benefiting you?** Broadcasting to updates customers about changelogs, feature announcement etc. Better manage support tickets. ### 36. The new Zendesk.. but better! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrea W. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2024 **What do you like best about Pylon?** I absolutely love how Pylon integrates with Slack Connect. It's fantastic to manage customer conversations right where we're already working. Adding Email into the mix means we catch every message, making our support super responsive and accessible. **What do you dislike about Pylon?** Setup could be smoother but after onboarding it’s been great! **What problems is Pylon solving and how is that benefiting you?** Pylon has made handling customer support through Slack a breeze. With efficient routing and SLA tracking, we're not just answering queries; we're providing timely, informed support. It's like we've got a backstage pass to faster, more personalized customer service, keeping everyone happy and coming back for more. ### 37. Must-have tool in your Customer Success arsenal **Rating:** 5.0/5.0 stars **Reviewed by:** Derek J. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Pylon?** Pylon has greatly upleveled our approach to customer support and success on Slack. Its ability to oversee and triage support requests in Slack channels is impressive. The AI Conversation Bundling feature, which organizes chat messages into meaningful conversations, has been a game-changer for our pod of CSMs and their efficiency. Plus, the integration with our CRM and support systems, ensuring all customer interactions are logged and actionable, has been crutial to our CSM playbook. **What do you dislike about Pylon?** Not too much to say here. It took a modicum of time to kickstar and learn the initial setup and integration with our existing systems. Though their team has been a great help. **What problems is Pylon solving and how is that benefiting you?** The backbone of Customer Success at our company is run on Slack. Pylon has solved our challenge of managing and scaling customer communications within Slack. Previously, tracking and responding to customer queries across hundreds of Slack channels was time-consuming and prone to oversights. Now, with Pylon, we have streamlined this process, saving hours of CSM time daily. The visibility it provides into customer interactions has also been valuable for our entire team, from support to engineering too see what cutomers are/are not getting value from. ### 38. Great tracking tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2024 **What do you like best about Pylon?** That its one place for tacking everything customer support. **What do you dislike about Pylon?** Another dashboard to look at and the slack integration is okayish. **What problems is Pylon solving and how is that benefiting you?** Trcaking and ensuring we don't miss any customer requests ### 39. Pylon is Our Secret Sauce for Slack and Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew L. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Pylon?** Pylon has been a game-changer. It allows us to have a unified platform for managing customer interactions across Slack Connect, Microsoft Teams, and Email. This unification not only streamlines our workflow but also ensures that no customer query goes unnoticed. Additionally, the integration with Salesforce is invaluable, allowing us to view live Salesforce plan data while addressing customer issues and to sync our activity data for running effective RevOps workflows. **What do you dislike about Pylon?** Nothing really to complain about. We love it. **What problems is Pylon solving and how is that benefiting you?** Before Pylon, we struggled with disseminating product updates efficiently, managing customer requests scattered across different platforms, and lacked basic support tooling like issue assignment and SLA alerts. Pylon addressed these pain points effectively. The ability to broadcast updates to multiple channels, segment them based on Salesforce fields, and leverage advanced support features has significantly improved our response and resolution times. Moreover, the detailed metrics on issue volume and customer engagement have been crucial in enhancing our support. The synchronization with Salesforce has enabled us to set up RevOps workflows, like tracking engagement with prospects and customers, which has been instrumental in our growth and customer retention strategies. ### 40. Pylon has allowed us to scale our customers in Slack **Rating:** 5.0/5.0 stars **Reviewed by:** Akash S. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2024 **What do you like best about Pylon?** Their customer support is the best of any of our vendors. We have a shared Slack channel with them and they almost always respond within minutes to our requests. The team is also very transparent about what they will or will not be building. We've had experiences with other vendors who say that have something or will build it soon, but it never materializes. The Pylon team is honest and straightforward which makes working with them a pleasure. **What do you dislike about Pylon?** There isn't anything to dislike at this point. As we scale more we'll see if there's anything we need that they don't yet have but so far so good. **What problems is Pylon solving and how is that benefiting you?** As we began to scale we worried that we'd no longer be able to offer shared Slack channels to customers. With Pylon, we now feel comfortable always offering it as an option to customers we want to keep close. This is essential for us because we sell to developers, who love to talk to us on Slack. ### 41. Pylon is great for our CS team **Rating:** 5.0/5.0 stars **Reviewed by:** Keegan O. | Chief Revenue Officer (CRO), Small-Business (50 or fewer emp.) **Reviewed Date:** January 02, 2024 **What do you like best about Pylon?** Honestly, Pylon has been a lifesaver. I love how it’s made chatting with customers on Slack so much easier. We used to miss messages and get overwhelmed, but now, everything’s organized and easy to find. It's like having an extra set of hands helping us out. **What do you dislike about Pylon?** If I had to nitpick, I’d say the learning curve was a bit steep at the start. There’s a ton of features, which is great, but it was a bit much to take in all at once. Maybe some step-by-step guides or videos for newbies would be handy? **What problems is Pylon solving and how is that benefiting you?** Pylon has totally changed the game for us in terms of handling customer chats. We used to be all over the place, losing track of conversations. Now, every message gets the attention it deserves. It’s made our team way more efficient and, honestly, our customers can tell the difference. They’re happier, and so are we! ### 42. The best purchase we made in 2023 **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas R. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2024 **What do you like best about Pylon?** It helps us track all of our customer Slack conversations in one place and does a great job at grouping messages together (even when unthreaded) into tracked issues. **What do you dislike about Pylon?** Very happy with Pylon so far! Great product! **What problems is Pylon solving and how is that benefiting you?** Almost all of our prospects AND customers talk to us over Slack Connect. At some point (~10-15 customer requests per day) we started to drop messages because it was too difficult to track everything. We started looking for solutions and then saw Pylon on LinkedIn. It has completely solved our scaling pains and given us a way to track all prospect and customer issues. ### 43. Switched from Zendesk to Pylon **Rating:** 5.0/5.0 stars **Reviewed by:** Raj B. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2024 **What do you like best about Pylon?** It allows us to track customer issues across all the places we chat with customers including Slack, Microsoft Teams, and Email. I didn’t realize you could set something up this seamlessly. **What do you dislike about Pylon?** A guide on “understanding Pylon” for Zendesk users could’ve been helpful for the transition phase but other than that the team loves it! **What problems is Pylon solving and how is that benefiting you?** The switch to Pylon has solved a multitude of problems for us. Firstly, the integration with Slack, Teams, and Email has streamlined our customer communications immensely. We're no longer juggling between platforms, which has significantly reduced our response times and improved overall customer satisfaction. Secondly, Pylon’s ability to organize and prioritize conversations has helped us maintain a better overview of our customer interactions, ensuring that no query goes unnoticed. It's a smoother, more efficient system that has undoubtedly elevated our customer support quality. ### 44. We could not run our support without Pylon **Rating:** 5.0/5.0 stars **Reviewed by:** Han W. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Pylon?** They allow us to track all Slack Connect, Slack Community, and Email support all out of one place. Before it was a complete mess. Support issues were being sent in from all three channels and there was little to no process. It was not scalable. Pylon has changed that. Now every issue is tracked, has an SLA, can be assigned, and so much more. So happy we found them. **What do you dislike about Pylon?** They ship quickly and don’t always update their docs so it’s hard to keep track of what we can use! I often find out about new features way after release. **What problems is Pylon solving and how is that benefiting you?** It helps us meet our customers on the new platforms they expect to chat with us on (Slack Connect, Community, and Email. This is huge for customer happiness! ### 45. Pylon unified our customer issues across Slack and Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew L. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2023 **What do you like best about Pylon?** That it works not just with Slack, but Teams as well. Most of our customers are enterprise businesses using Teams. Providing support via Teams was a huge pain point before. Now we just answer all questions out of Pylon. **What do you dislike about Pylon?** It’s great, no complaints so far! They are a relatively new startup so I'm excited to see them ship more features to help replace our other support tools. **What problems is Pylon solving and how is that benefiting you?** We’re an enterprise SaaS product that’s extremely hightouch so we offer Slack and Microsoft Teams channels to all of our customers. Pylon allows us to create structure and unification around customer issues that come in through either channel. ### 46. Amazing for managing customers on Slack! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Pylon?** Pylon has significantly streamlined our ability to assist our prospects and customers on Slack. We use it everyday to simplify our process for managing customer issues effectively, ensuring we don't overlook anything. I also love how discreet it is - it doesn't come across as automated messaging at all. Our teams now spend less time navigating through countless channels daily to track messages. Also, their support is incredible. They offered us a Slack channel we can always get in touch with the team through which also made our implementation and integration very smooth. **What do you dislike about Pylon?** Haven’t encountered anything they don’t do that we need yet! **What problems is Pylon solving and how is that benefiting you?** Pylon plays a crucial role in aiding our customers, ensuring they have a smooth experience while implementing our product. It also allows us to refine and enhance response and resolution times because we now have visibility. ### 47. Pylon: An Excellent Choice for Slack-Based Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Pylon?** Pylon has upgraded our approach to managing our Slack support. They’ve been incredible from the testing phase to contracting and implementation, the process was exceptionally smooth. The support we received both before and after the purchase has been outstanding, facilitating seamless integration and maintenance. We now efficiently handle dozens of tickets daily through Pylon. Both our support team and users have praised the system for its user-friendliness and unobtrusive nature. The Pylon team is actively incorporating our feedback into the ongoing development of the product, which makes me very optimistic about its future. **What do you dislike about Pylon?** I haven't encountered any significant drawbacks. **What problems is Pylon solving and how is that benefiting you?** Pylon is both our system of engagement and system of record. Initially there was some hesitation on moving all of our support workflows into Pylon but we haven’t looked back since. The product and team are absolutely incredible! ### 48. Makes managing customers on Slack easy **Rating:** 5.0/5.0 stars **Reviewed by:** Alan Z. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 02, 2024 **What do you like best about Pylon?** It allows us to actually meet our customers on Slack. Before Pylon I wasn’t sure that we’d be able to talk to our customers over Slack Connect channels at scale. Now I feel confident we could scale to hundreds of channels which will make our customers happy and help us close more deals. **What do you dislike about Pylon?** I still feel like I’m learning about new features every time I use it, so more customer education on everything available would be great! **What problems is Pylon solving and how is that benefiting you?** Our CS team has an easy way to track customer issues, send product updates to customers, sync activities to our CRM, and turn conversations into Jira tickets for our internal team. It’s making us a lot more efficient overall and gives me hope that having our customers on Slack will actually scale. ### 49. Easy to Use Product to Scale Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Spencer S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2023 **What do you like best about Pylon?** Our company uses a high-touch customer model which makes Slack-based communication critical to our operating model. However, it's difficult to manage many Slack channels at once. As an executive I lose visibility into inbound and outbound traffic (i.e. SLAs), it's cumbersome to send out mass communications, and we need to ensure that high severity issues are escalated appropriately. Pylon solves all three of these problems for us in an easy to use fashion. **What do you dislike about Pylon?** I would love to see Pylon replace Zendesk. We have Zendesk today out of necessity to support escalations through customer channels. These escalations go to PagerDuty and JIRA. Zendesk has not seen any product innovation for the past 5 years so I'm keen to find a new best of breed product for my support organization. As of now, Pylon can't cover the full surface area of Zendesk's feature set, but I'm hoping they can close this gap in the next year. **What problems is Pylon solving and how is that benefiting you?** Pylon allows us to: 1. Manage mass communications to all our customers and partners through Slack without having to copy/paste every single message. 2. Gives us insight into inbound and outbound customer messaging via their analytics offering. 3. Manage customer escalations to the rest of our Customer Success stack. ### 50. Amazing product, even better team - tool has changed the way we work with customers **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew Q. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Pylon?** Pylon has pretty much changed the customer support the game for us. We use Pylon's Kanban board as a complete replacement for looking through Slack now. We can assign, follow up, track, and even auto tag questions with specific tags. The AI feature to auto adjust the status of tickets (From waiting on us, waiting on them, and closed) is also huge. We want to be able to respond and resolve questions in our slack community in minutes - without Pylon i'm not sure if that would have been possible as we continue to scale. They've also implemented some awesome keyboard shortcuts to give it the feel of Superhuman's inbox. I've been blown away by the team's ability to ship out fixes/features fast and at an extremely high volume. **What do you dislike about Pylon?** These are all already works in progress but: - Accuracy of AI tags and AI status changes - Speed of flipping through Kanban (Would love for it to be as fast a Slack) **What problems is Pylon solving and how is that benefiting you?** We've been using a slack community as a way for our users to reach out to us directly for support. With 4500+ members, and hundreds of tickets (Slack messages) a week from customers, we were having the following issues: 1. Making sure everything was responded to and followed up with 2. Extracting insights from all of the messages we get 3. Measuring our effectiveness in resolve questions (and how long those took). As awesome as Slack is, it's not built to be a ticketing system - but we want to keep the community for the ease it provides to users. Pylon has solved all of the issues above + provided value we hadn't even though of initially. - [View Pylon pricing details and edition comparison](https://www.g2.com/products/pylon-pylon/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+13%3A42%3A33+-0500&secure%5Bsession_id%5D=c602d7c5-37eb-4628-888b-24c6a6ba42d4&secure%5Btoken%5D=50dc9047f5871d2e125faa2b4129466622cd829b85473004648ab25ae102408e&format=llm_user) ## Pylon Integrations - [Agentforce Revenue Management (formerly Salesforce Revenue Cloud)](https://www.g2.com/products/agentforce-revenue-management-formerly-salesforce-revenue-cloud/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [API](https://www.g2.com/products/api/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Attention](https://www.g2.com/products/attention/reviews) - [Attio](https://www.g2.com/products/attio/reviews) - [Circleback](https://www.g2.com/products/circleback-ai-inc-circleback/reviews) - 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Inbound Identification - Regulatory Compliance **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - 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